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Delivery & Returns

Shipping/Delivery:

What are my shipping options? 

Like any well-travelled tennis champ, we’re prepared to serve you wherever you are. So we offer both standard and express shipping within Australia and standard shipping for international orders sent outside of Australia.

We also offer free standard shipping anywhere in Australia when you spend $150 or more in a single transaction. Ace!

How much will shipping be and when will my delivery arrive?

The table below sets out shipping costs and estimated delivery times:

Delivery (Business Days)

Cost (AUD)

Within Australia

Standard (Over $150)

2-5

FREE

Standard (Under $150)

2-5

$9.95

Express

1-2

$12.50

International (Standard Only)

New Zealand

7-10

$12.50

South Pacific

10-12

$25.00

East Asia

10-15

$25.00

North America

10-15

$25.00

Rest of the World

15-20

$25.00

Whilst we’ll do our absolute best to meet the above delivery times, please note that some delivery times may be different for personalised, pre-sale products or memorabilia products. We will do our best to notify you of the expected delivery times when you order these types of products. You can also bounce an email to our customer service team with any questions about delivery times at enquiries@australianopenshop.com.

For orders shipped within Australia the estimated delivery times we have listed apply to capital cities and major regional centres only. Rather like a more cautious second serve, delivery to locations outside these areas may take longer.

Orders shipped outside Australia may be delayed or take longer to arrive due to international customs processes.

And thanks to our popularity, delivery may unfortunately take longer during the times we serve promotional events, sales or offers.

I’m located outside of Australia - will I need to pay customs fees?

International orders may incur additional tax and/or customs charges when they arrive to your location. It is your responsibility to pay any additional tax or customs charges. We advise that you check with your local authorities to see if any import charges may apply before you place an order and to check that they’re playing ball.

How can I track my order?

You will receive an email from us when your order has been teed up, served, dispatched and is volleying its way to you! This email will contain tracking details and you will be able to click a link to receive updates on the delivery status of your order.  

 

Returns:

What is your returns policy?

Our change of mind policy

The Australian Open online shop offers a grand slam-worthy 30-day returns policy on products purchased from our store.

If you don’t love your purchase or you simply change your mind you are welcome to send the product back to us and we will provide you with the option of an exchange or refund.

For change of mind returns, our tournament rules are that you must have proof of purchase and that products must be served back to us: 

  • within 30 days of purchase;
  • unworn, unwashed, unused and in original condition; and
  • in the original packaging and with the original tags still attached.

You will be responsible for any return shipping / freight costs and we recommend returning your product(s) via registered, pre-paid post.

Please note that, without excluding or replacing any of your rights under law (including the Australian Consumer Law), we do not accept change of mind returns for:

  • any sale products;
  • sample products or products that are sold as seconds where the return relates to a fault in the product that was identified at the time it was purchased; or
  • personalised or altered products,

(unless the product is faulty, damaged, wrongly described or incorrect  - if so see the next section).

Additionally we do not accept change of mind returns of gift cards / vouchers.  

Faulty, damaged, wrongly described or incorrect products

If your product has a fault (or a double fault!), is damaged, was wrongly described or if we have accidently served you a dud into the net and sent you the wrong product, we will pay for the shipping / freight costs to have the product swiftly returned to us, like a perfectly-aimed single backhand.

How can I return a product?

You can serve us a return by following by following the simple steps set out below:

  1. Let us know you’d like to lodge a return: lodge your return with our customer service team by emailing enquiries@australianopenshop.com
  1. Fill out our returns form: one of our lovely customer service representatives will come in from the glowing sun, sip a spritz and send you our ‘Returns & Exchange Application Form’. Please fill this out and let us know whether you’d like to refund or exchange your product (as applicable) and any information about your exchange.
  1. Post back your product: simply post the product you would like to return back to us along with your completed Returns & Exchange Application Form. You can find our postal address at the bottom of this form.

Please ensure that you lodge your return with our customer service team before sending any products back to us. Returns that aren’t lodged with us first will not be processed, so remember to always play by the rules!

When you exchange an item we will cover the cost of sending the exchanged item back to you.

How can I check if you have received my returned products?

Once you have shipped back your products please allow up to 14 days (this may vary depending on your location and your request) for us to rally back, confirm that we have received your return and are processing your refund or exchange.

If you have not heard from us within this time you can smash an email to our customer service team for an update at enquiries@australianopenshop.com.

How will my payment be refunded?

All refunds from the Australian Open online shop will be forehanded right back to you, i.e. returned via the same payment method you used when you placed your order.

We will notify you once we have processed your refund via email to the email address you provided when your order was made or that is registered to your account.

I’m not sure what to do and need help!

Don’t panic and cause a racquet! Just email our friendly customer service team at enquiries@australianopenshop.com and we will help you out faster than Andy Roddick can ace it down the line (ok maybe not but you know what we mean)!.

Have a great time out in the sun!